DSL Disconnects Every Day, Multiple Times Per Day

[njwolf85]

I have had ATT DSL for probably about 6 months now after switching from Time Warner Cable. Since the very first day I have had disconnects *multiple* times each day. The DSL light flashes red and the modem goes through the whole reset process. I often also have to refresh web pages multiple times in order for them to appear. Additionally, I often see web pages that say something like "connection problem reset, close and open your browser." I am so sick and tired of my DSL service. I have had a technician come out who said everything looked great and that my modem was a newer model. My speed is about half of what I pay for (3 Mb download and I pay for 6 Mb download). I live in a building with old phone lines, so it's probably the phone lines that need to be replaced. I live in an apartment building, so I'm not about to pay hundreds of dollars to have people replace lines I don't even own. I switched from Time Warner Cable after I received a call from ATT asking if I wanted to switch and saying that the speed would be "much better" than Time Warner Cable because it's a dedicated line that I don't share. Well guess what? I'd rather share a reliable line that rarely disconnects than have my own dedicated lines that disconnects all day long. This is ridiculous. My ATT wireless service was awful and now my DSL service has been a disappointment. Lesson learned. Good bye ATT.

[Penny_1]

Hello njwolf85,

I truly appreciate that you took your valuable time to let us know that you are experiencing intermittent connection issue with your AT&T Internet services and please accept my sincere apologies for any inconvenience that you might have experienced.

If the Internet is working intermittently, it could be intermittent connection problem.
Intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

    * Cordless phones and other electronic devices are the most common cause of intermittent Internet connectivity issues. Cordless phone systems running at 2.4 GHz often run at the same frequency as your DSL modem or home networking router. If you are experiencing intermittent connectivity issues, you may need to replace your cordless phone with one that runs at a different frequency.
    * Large metal objects and electrical equipment such as televisions, home entertainment electronics, and microwaves can also cause interference. Try to keep your DSL modem and wireless home networking router away from these sources of electronic interference.
    * Check with your neighbor. You may both be running wireless networks at the same frequency. The solution may be as easy as changing the channel of your wireless router.
    * Physical obstructions such as walls, floors, home entertainment electronics, appliances and furniture can cause interference if the wireless signals have to pass through them. Move your DSL modem or wireless home networking router to another location so it isn't in the line-of-sight of these potential interference factors. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
    * Your phone jack may be defective or damaged. Try connecting the modem to a different phone jack, if possible. If the hiss and background noise is gone, the initial phone jack is defective and should be replaced.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
    * The RJ-11 phone cord that connects your modem to the phone jack may be damaged and need replacing. If your phone cord is over 14 feet long, the signal may be weakened sufficiently that it is intermittently lost.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
    * DSL filters are needed on all phone devices except the DSL modem. If you have more than one phone line entering your home, DSL filters should also be installed on the second line, even if it is not connected to your DSL equipment.
    * Phone ringing disconnects DSL service If your DSL service is disconnecting when your phone rings, you probably have a phone somewhere in the house/office that doesn't have a DSL filter installed between the phone and the wall jack. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
    * The inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal.

After trying all the steps mentioned above, if the intermittent connection issue persist, please contact the AT&T eChat helpdesk, they will perform a line test on your AT&T DSL line and if require they will send an engineer to check the status.
If you are in 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI' area, You may click on the following link to connect to a chat agent:
https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx

[leshumake]

I am seeing the exact same behavior. The DSL light starts blinking red, then goes back to green. Download speed goes from almost 6MB to 0.5MB. I had DSL through a different carrier for over 4 years with the DSL filters, and all the same phones. My problems started about the same time as the date on this message 4/1/2010. And..it is fine most of the day and starts acting up in the evening. I would guess ATT is having some kind of service problems????

[Penny_1]

Hello leshumake,

I am sorry that you had to go through this unpleasant experience and I apologize for the inconvenience that you are facing with this issue.

I would like to inform you that the speed of the connection depends on many factors like heavy Internet usage or Internet traffic. If there is heavy Internet traffic, the speed will drop accordingly this will also bring the intermittent connection issue on the DSL line. When the Internet usage is low (during off peak hours) the speed will increase. It will never stay at the maximum value.

If you have already tried the steps for the Intermittent connection (steps are mentioned above, in my previous post on the same thread) and issue didn't resolved, then I would request you to also try the steps for the slow speed issue. Steps are mentioned below:

Please, check your current AT&T internet DSL speed via given link and verify your current AT&T DSL internet speed.

http://www.speedtest.net/ or http://www.speakeasy.net/speedtest/  

However, if the slow speed is occurring with more than one web page, try these steps:

1. Check your computer
   Reboot by turning your computer and modem/router off and then back on again. Simply rebooting solves most connection problems.

2. Check your web browser 

• Clear the cache (temporary internet files) in your web browser.
• Clear the cookies in your web browser.

3.Check your connection 

• Make sure DSL line filters have been installed for all devices using the phone line.
• Want more speed? Upgrade to a faster Internet connection package.

4. Try the AT&T Self Support Tool
    Our AT&T Self Support Tool detects problems and resolves connection issues.

If the above steps did not improve your connection speed, try these additional steps:

• Scan your computer for infections. Make sure your antivirus and antispyware applications are up-to-date and also run a full-system scan.
• Make sure you are only running one firewall.  Also try disabling your firewall to determine if it's causing your slow speed.
• Disable any peer-to-peer or other applications running in the background that may be using up your bandwidth.
• Make sure your wireless network is set up for optimal performance. Keep your wireless gateway/router away from physical obstructions. Place the gateway/router in a central location, at least 3 feet away from other appliances.
• If you are still having a connection problem, please visit our repair site to report and resolve your issue.

After trying all the steps mentioned above (for Intermittent and Slow speed issue), it is recommended that you contact AT&T eChat tech support, they will perform a line test on your AT&T DSL line and if require they will send an engineer to check the status.

If you are in 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI' area, You may click on the following link to connect to a chat agent:
https://pattta.att.motive.com/netagent/questionnaire_c2c_dsl_sw.aspx

[mkedsl]

AT&T needs to look seriously at this problem on THEIR end, because these multiple, daily DSL disconnects are getting on peoples' nerves. Since I have not altered my (wired) network in any way, and since AT&T is not offering their DSL service free of charge, I think it is reasonable for a customer to expect a connection that is stable - as it had been for the previous 6 years (in my case).

A sample of my modem log:

Thu Apr 15 21:48:35 2010 : MAJOR ALARM : Failed To Get IP Address : Interface - ppp-0
Thu Apr 15 21:48:35 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Thu Apr 15 21:48:35 2010 : WARNING : PPP Authorization Failed : Interface - ppp-0

Thu Apr 15 21:48:00 2010 : MAJOR ALARM : DSL Interface Down
Thu Apr 15 21:48:00 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Thu Apr 15 21:48:00 2010 : WARNING : PPPoE Down : Interface - ppp-0
Thu Apr 15 21:48:00 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Thu Apr 15 21:48:00 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Thu Apr 15 20:17:37 2010 : MAJOR ALARM : DSL Interface Down
Thu Apr 15 20:17:37 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Thu Apr 15 20:17:37 2010 : WARNING : PPPoE Down : Interface - ppp-0
Thu Apr 15 20:17:37 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Thu Apr 15 20:17:37 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Thu Apr 15 20:11:10 2010 : MAJOR ALARM : DSL Interface Down
Thu Apr 15 20:11:10 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Thu Apr 15 20:11:10 2010 : WARNING : PPPoE Down : Interface - ppp-0
Thu Apr 15 20:11:10 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Thu Apr 15 20:11:10 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Thu Apr 15 19:47:46 2010 : MAJOR ALARM : DSL Interface Down
Thu Apr 15 19:47:46 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Thu Apr 15 19:47:46 2010 : WARNING : PPPoE Down : Interface - ppp-0
Thu Apr 15 19:47:46 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Thu Apr 15 19:47:46 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Wed Apr 14 21:17:55 2010 : MAJOR ALARM : DSL Interface Down
Wed Apr 14 21:17:55 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Wed Apr 14 21:17:55 2010 : WARNING : PPPoE Down : Interface - ppp-0
Wed Apr 14 21:17:55 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Wed Apr 14 21:17:55 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Wed Apr 14 21:03:09 2010 : MAJOR ALARM : DSL Interface Down
Wed Apr 14 21:03:09 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Wed Apr 14 21:03:09 2010 : WARNING : PPPoE Down : Interface - ppp-0
Wed Apr 14 21:03:09 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Wed Apr 14 21:03:09 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Wed Apr 14 20:57:44 2010 : MAJOR ALARM : DSL Interface Down
Wed Apr 14 20:57:44 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Wed Apr 14 20:57:44 2010 : WARNING : PPPoE Down : Interface - ppp-0
Wed Apr 14 20:57:44 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Wed Apr 14 20:57:44 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Wed Apr 14 20:56:20 2010 : MAJOR ALARM : DSL Interface Down
Wed Apr 14 20:56:20 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Wed Apr 14 20:56:20 2010 : WARNING : PPPoE Down : Interface - ppp-0
Wed Apr 14 20:56:20 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

Wed Apr 14 20:55:28 2010 : MAJOR ALARM : DSL Interface Down
Wed Apr 14 20:55:28 2010 : WARNING : ATM VC Down : Interface - aal5-0, PortId=7, Vpi=0, Vci=35
Wed Apr 14 20:55:28 2010 : WARNING : PPPoE Down : Interface - ppp-0
Wed Apr 14 20:55:28 2010 : WARNING : PPP Interface Down : Interface - ppp-0
Wed Apr 14 20:55:28 2010 : MAJOR ALARM : ATM Interface Down : Interface - atm-0

[Penny_1]

Hello mkedsl,

Please, accept my sincere apologies for any inconvenience that you are experiencing due to intermittent connection issue.

This issue would be best resolved if you work hand in hand with a technical support advisor and troubleshoot according to their recommendations.  If require they will run a line test on your AT&T DSL line. Hence, it is recommended that you contact technical support.

Since, you are experiencing intermittent connection issue, please, contact AT&T technical department through voice support at 1-877-722-3755. They are open 24/7.

[njwolf85]

Penny, I appreciate your response. Here is my response:

* Cordless phones and other electronic devices are the most common cause of intermittent Internet connectivity issues. Cordless phone systems running at 2.4 GHz often run at the same frequency as your DSL modem or home networking router. If you are experiencing intermittent connectivity issues, you may need to replace your cordless phone with one that runs at a different frequency.

RESPONSE: I have a phone that is specifically designed not to interfere with wireless modems/routers. Additionally, this behavior occurs even if my laptop is directly connected to the router via an Ethernet cable that is about 4 feet long.

* Large metal objects and electrical equipment such as televisions, home entertainment electronics, and microwaves can also cause interference. Try to keep your DSL modem and wireless home networking router away from these sources of electronic interference.

RESPONSE: See above. Even in the same room with a wired connection I have the same problem.

* Check with your neighbor. You may both be running wireless networks at the same frequency. The solution may be as easy as changing the channel of your wireless router.

RESPONSE: Again, I have tried using different channels--each for multiple days, with the same problem each time.

* Physical obstructions such as walls, floors, home entertainment electronics, appliances and furniture can cause interference if the wireless signals have to pass through them. Move your DSL modem or wireless home networking router to another location so it isn't in the line-of-sight of these potential interference factors. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

RESPONSE: Yet again, see above. Ethernet connection, same room as modem/router.

* Your phone jack may be defective or damaged. Try connecting the modem to a different phone jack, if possible. If the hiss and background noise is gone, the initial phone jack is defective and should be replaced.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

RESPONSE: I live in an apartment. My phone cord is less than 14 feet. My one phone and DSL modem are connected via a DSL filter to the phone jack. So, if my apartment phone wiring needs to be ripped up, does AT&T really expect that tenants are going to pay (I'm assuming) HUNDREDS of dollars for rewiring a residence that he or she doesn't even own? I'm just going back to Time Warner Cable! I had an issue with them *now and then*. I have issues with AT&T DSL every single day. By the way, I can't even reach tech support chat with either FireFox or IE using the link you provided.

* The RJ-11 phone cord that connects your modem to the phone jack may be damaged and need replacing. If your phone cord is over 14 feet long, the signal may be weakened sufficiently that it is intermittently lost.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

* DSL filters are needed on all phone devices except the DSL modem. If you have more than one phone line entering your home, DSL filters should also be installed on the second line, even if it is not connected to your DSL equipment.

* Phone ringing disconnects DSL service If your DSL service is disconnecting when your phone rings, you probably have a phone somewhere in the house/office that doesn't have a DSL filter installed between the phone and the wall jack. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

* The inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal.

[Penny_1]

Hello njwolf85,

I appreciate that you have already checked for all the factors that may effect the DSL line at your premise and if you are still experiencing intermittent connection issue, it is recommended that you contact AT&T technical support and troubleshoot according to their recommendations.

Please, let me know the exact issue that you are experiencing while trying to contact AT&T technical support (through eChat and voice department)?

[GregRodgers087]

I have to agree with those posting. I have had At&t DSL service for 4 yrs. It has been actually really good. However, in the past week we have experienced drops and long wait times to access the internet. Last night around 11pm we lost connections. Something is going on with the service and its apparent that the At&t reps in this forum want you to call to get the answer instead of being honest and just saying whats wrong.

[GregRodgers087]

Wow...could it be that AT&T is migrating people from Worldnet Service to DSL that is causing this issue? The migration has been from 4/5 thru 4/15/2010. Adding more users without addressing bandwith is most likely the issue. Probably happens at night because in other parts of the world people are jumping on computers when most in the USA are heading to sleep. Just a thought? Internet congestion. Add more servers and increase bandwith At&t!!!

[pamelaz]

Hi GregRodgers087,

I am sorry that you are experiencing an intermittent connectivity. There are several factors that could cause this issue like electromagnetic and radio frequency interferences, modem/router positioning, physical barriers, physical set up, and filtering among others. However, the migration of AT&T worldnet customers to the new AT&T portal will not contribute to this.

Regarding intermittent connectivity issues, it is best that you contact our voice technical support so they would be able to diagnose your issue properly and do the appropriate troubleshooting steps in order to have your connection back to normal. If a technician will be required to go to your premises to fix the problem, our voice support will also be able to identify if a need arises.

I believe that you already followed the basic troubleshooting as posted on the previous replies, so should you continue to experience this problem, please call our helpdesk for further assistance . You may reach them at 1 888 321 2375 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.

[nomoredsl]

Same problem here but since March. Seems AT&T needs to check why the servers drop sync so much. But I have resolved my problem. Removed AT&T from my diet and added cable (phone,interenet and TV). And wouldn't you know it have 10 times the speed for the same price and bonus of less hassle.

[gestir]

I have had the same issue since upgrading my service to 6mb. I am getting ready to leave att.

[mkedsl]

Update:  I called AT&T and after briefly speaking with a robot (which I don't like for some reason) I was then connected to a support representative somewhere in Asia (come on AT&T, you're raising prices AND outsourcing customer support?).  The line was so noisy, that the person suggested transferring me to a US based rep, which was a VERY good idea.  The US rep ran some test on my line and sent a technician to check things out.  The technician rearranged some cables on the outside, on the inside, and finally replaced my modem.  And guess what?  Everything is back to normal!!!  So, it could have been the cables or my own modem, or both.  I'm willing to split the blame with AT&T 50/50   The bottom line:  My DSL disconnect issue has been taken care of quickly and to my satisfaction, and for that AT&T deserves a praise.

[debloo]

I'm done spending hours on the telephone with someone who reads from a paper on how to do their job and figure out my problem. I know how to check my router, unplug it for 5 seconds replug it or reset it which by the way makes my wireless stop working completely. I will have my ITT son in law look at it when he gets the time. If it goes again. I'm getting cable. I'm tired of paying for something I'm not able to use.

[reallyfedup]

well lucky for you i had same issue and tech came over and told me i was just out of range of the 6meg signal that id either have to downgrade to 3 meg or "Deal with it" way to go att your service is a pile of trash thanks for nothing

[rbeats]

I have the same problem. Started 2 weeks ago. My dsl signal resets at least 6 to 10 times a day. I have called att 3 times today on my apple iPhone through which has service through ATT. The calls have dropped all 3 times, I have given my phone number to the reps to call me back and they never call me back.

I have done everything that is listed in this thread. Nothing works. when you consider I shell out over 150$ a month for internet and phone service and I can't even call ATT to resolve my issue because the ATT serive is so bad that it drops every call I make is beyond absurd.

Let it be known I also contacted the online chat agent and after 20 min. they said I need to call the same number that I have been disconetced from 3 times in order to resolve my issue.

The resetting of the connection multiple times a day is unnacpetable and is getting worse.

I will be taking my money elsewhere, and suggest you don't advertise you can provide 6mbps service when in fact you can not. If I marketed my self in such a manner I would be called a liar and a theif.

[Penny_1]

Hello rbeats,

I apologize for the inconvenience that you are facing with this issue.

I would like to explain that the speed of the connection depends on many factors like heavy Internet usage or Internet traffic. If there is heavy Internet traffic, the speed will drop accordingly. When the Internet usage is low (during off peak hours) the speed will increase. It will never stay at the maximum value.

I would also like to mention that the inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal. If the phone line and Internet is keep getting disconnect there are possibility that the filters that you are using to split your AT&T DSL and phone line is faulty filters. It is also possible that there are some issue with the phone line.

Hence, I would suggest you to try to replace the filter and monitor the connection, if the issue persists, contact AT&T Telco department, they will check your AT&T phone line.

If they declared that there is no issue with your phone line, it is recommended that you contact AT&T technical support at 1-877-722-3755 (open 24/7). If require they will call you back on your alternate number.

[mckeownjd]

Hi Penny,

I have had DSL from when it was sbcglobal.net, almost 10 years now and except for a 42 day outage involving a problem with the equipment in the local central office, it has worked very well. Thank you.

Now, however, I am seeing connections dropped just about every day, sometimes for minutes and sometimes for hours. The modem status lights don't always show a problem but then during my 42 day outage I showed green the entire time. The problem then was from the central office connection to the backbone site in Richardson so MY connection always displayed everything OK.

Now that AT&T is rushing to hook everyone up on UVerse I am seeing lots of repair truck activity AND dropped connections so I think the problems are not related to house wiring, interference, sunspots, etc.  I think the problem is one that AT&T is causing while trying to expand its coverage of UVerse.

Do you have any information (that you can share) if this is the case for the outages?

Thanks.

jim

[mckeownjd]

Just a PS,

My connection dropped while sending this reply, it just came back on with no action from me. The modem status lights were green the entire time so the problem is located somewhere between my central office and the web.

jim

[Penny_1]

Hello mckeownjd,

I truly appreciate that you took your valuable time to let us know that you are experiencing intermittent connection issue with your AT&T Internet services and please accept my sincere apologies for any inconvenience that you might have experienced.

If the Internet is working intermittently, it could be intermittent connection problem on your AT&T DSL line.
However, intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:

• Cordless phones and other electronic devices are the most common cause of intermittent Internet connectivity issues. Cordless phone systems running at 2.4 GHz often run at the same frequency as your DSL modem or home networking router. If you are experiencing intermittent connectivity issues, you may need to replace your cordless phone with one that runs at a different frequency.
• Large metal objects and electrical equipment such as televisions, home entertainment electronics, and microwaves can also cause interference. Try to keep your DSL modem and wireless home networking router away from these sources of electronic interference.
• Check with your neighbor. You may both be running wireless networks at the same frequency. The solution may be as easy as changing the channel of your wireless router.
• Physical obstructions such as walls, floors, home entertainment electronics, appliances and furniture can cause interference if the wireless signals have to pass through them. Move your DSL modem or wireless home networking router to another location so it isn't in the line-of-sight of these potential interference factors. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
• Your phone jack may be defective or damaged. Try connecting the modem to a different phone jack, if possible. If the hiss and background noise is gone, the initial phone jack is defective and should be replaced.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
• The RJ-11 phone cord that connects your modem to the phone jack may be damaged and need replacing. If your phone cord is over 14 feet long, the signal may be weakened sufficiently that it is intermittently lost.Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
• DSL filters are needed on all phone devices except the DSL modem. If you have more than one phone line entering your home, DSL filters should also be installed on the second line, even if it is not connected to your DSL equipment.
• Phone ringing disconnects DSL service If your DSL service is disconnecting when your phone rings, you probably have a phone somewhere in the house/office that doesn't have a DSL filter installed between the phone and the wall jack. Sporadic or intermittent loss of you connection to the Internet is often caused by electronic or physical interference. If your Internet connection is coming and going, you may want to check the following things:
• The inside phone wiring in your home may also cause intermittent loss of the DSL signal. Shorts, grounds, poor line quality, etc. can degrade the DSL signal.

After trying all the steps mentioned above, if the issue persists, please contact the AT&T eChat helpdesk, they will perform a line test on your AT&T DSL line and if require they will send an engineer to check the status.

If you are in 'AR, CA, CT, IL, IN, KS, MI, MO, NV, OH, OK, TX, & WI' area, You may click on the following link to connect to a chat agent:
https://pattta.att.motive.com/netagent/questionnai re_c2c_dsl_sw.aspx

[mckeownjd]

So, based on this reply, "Penny" is just a robotic script that cycles the same answers several times a day?

Is it just possible that the guys working in the CO or the techs working on installing UVerse throughout the neighborhood are causing the problems?

[Penny_1]

Hello mckeownjd,

In order to get the status of your  AT&T DSL line, I would suggest you to contact AT&T eChat support, they will help you in resolving the intermittent connection issue that you are experiencing and if required, they will also perform sevaral line tests on your DSL line and provide the status of your DSL line.

[a09809tnhnth]

I, too, have been having frequent disconnects. I can go for a week without a problem and then 2-3 days in a row I'll get the random D/C. There's no rhyme or reason for it. It isn't EMI. It isn't bad filters, modem, etc. It's AT&T's terrible service. I've gone through the song and dance of contacting service reps - many times. I've had technicians come out multiple times. They've spent hours trying to diagnose the problem. None of them have been able to come up with an answer, so don't patronize me with, "It's probably EMI, filter, modem, cable, extra-terrestrials." It's trash service that I will drop the moment I'm able to. I promise, the second I am able to get cable internet will be the day AT&T gets the boot. I've never seen such shoddy service from any product in my life.

[mckeownjd]

Hi,

I have done this in the past and it took 42 days to get them to replace a defective port card in the CO. 

Two different computers were tried, 

the modem was sent in under warranty and checked out fine,

the phone tech checked out the phone line as perfect,

I had green lights on the modem the whole time, the computer tech came out and was instructed my the idiot at NOC to try two (2) new modems, use a 3rd computer, even take the modem to the NID directly and everything was fine.    DSLReports (http://www.dslreports.com/) was a great help with advice and had the problem localized to the CO after only 2 days of discussion but I could not get AT&T to look at the CO.

AT&T needs to listen to its customers, some of whom are very knowledgeable about web problems.  In my case, the disconnects that I see only happen during regular business hours, 8AM to 5PM, when the techs are working at expanding the UVerse availability in our area.  Is it just not possible for someone to check on this as a factor?  My CO is FTWOTXAX if that helps.

[Penny_1]

Hello mckeownjd,

In order to check your AT&T DSL line, AT&T tech support need to perform several line tests, hence, it is recommended that you contact AT&T technical support. You may also contact AT&T voice support at 1-877-722-3755 (open 24/7).

[pamelaz]

Hello noyb,

Thank you for contacting us through the forums. I hear you and I sincerely apologize for this. I understand the frustrations you have about this predicament and the whole run around. You might not agree with me but this is not within the norm in At&t, yet we are always here for you if you give us another chance to fix it. As for intermittent and unstable connection, we all know the list is endless on what the reason could be, but you can always call us here and even ask for a higher level of support so that we can do additional tests and further assessment on the problem.

Should you need further help regarding your post, please feel free to reply on this thread or you may call our Technical Support Helpdesk. You may reach them at 1 888 321 2375 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.

[ledmonds]

I am so glad to know that I am not alone on this issue! I thought it was just me the way customer service was talking and treating me! I have had issues with my internet going up and down for the last three weeks or so!! It is driving me insane because I am an independent contracter that requires internet and phone service to operate my business. This is a new business I started a couple weeks ago at night as a second job. Before this I simply had a direct connection to dsl (no phone line). My internet would go down around 8:30pm each night and go up and down and stay down until very late - I got fed up trying to fix it and would go to bed!! I finally called tech support after about a week of this. They had me go through the same routine of unplug this, type that, plug this, "what lights do you see now?" deals. They said they needed to send a tech out to check my lines - mind you this is a Saturday night. Sunday comes and no tech comes out. I get no phone call on the status. I call tech support and they tell me that the ticket is still open and that they are out there right now working on the lines. It was after 9:00PM. I do not have fool written across my forhead. The issue was never fixed. I thought maybe if I go ahead and get home phone service which I would need anyway for my business then maybe the issue would be resolved. I got a new modem, new filters, new phone, NEW EVERYTHING! A technician was kind enough to even come in and set it all up for me!!

Guess what everyone!? SAME ISSUES!! EVERY NIGHT between 8:30 PM and Midnight my internet is up and down. My BRAND NEW 2WIRE GATEWAY FROM AT&T keeps resetting on and off. This is really effecting my work and not to mention my classwork since I do take courses online!! All the possible issues do not apply - I have a DECT 6.0 technolgy phone, new wires, no metal furniture, new modem - new EVERYTHING - INCLUDING NEW WIRING that was put in and burried under ground by AT&T TECHS WHEN WE FIRST MOVED IN!!!

AT&T GET IT TOGETHER!!!!!!!!!!!!

[Paul_Dahlen]

I am also experiencing multiple connection failures each day.  When the connection fails my Siemens SpeedStream 4100 modem has all the right lights on to indicate everything is fine with the AT&T to modem side of the connection (four with PPPoE run through the modem & three with the computer handling the PPPoE).  When the problem occurs, all the lights that are supposed to be steady and always on are on but, the activity light (which when the connection is working correctly blinks from time to time) is off.  Also when this interruption occurs I have tried to access the modem using the address "http://192.168.0.1/", the web browser indicates the page cannot be found.  I have checked the SN Margin (dB) & Line Attenuation (dB) when the connection is functioning correctly & they are ~12 dB & ~42 dB respectively.  This, along with no indication on the phone line of any staticy noise, would cause me to think the quality of my connection with AT&T's network is at worst sufficient for normal functionality and as such does not stand out as the cause of the problem.  It is of course completely sufficient as long as the connection lasts (which is usually many hours) but, something is causing a problem several times a day.  I also have few (less than 10) CRC errors indicated on the modem's "Statistics" web interface page whenever I check it (which thanks to this connection problem is now far too often for my liking!).  If it is on the AT&T side of things & not a problem with the modem then it only happens once every 4-9 hours or so, it definitely doesn't occur on a minute by minute basis.

                So, I suppose it is off to Level 1 customer service before I get to somebody that can figure out that yes indeed my problem is beyond the level of an inexperienced user and they had better try to figure out what the problem is.  I don't mean anything against basic customer service, they have to check to make sure it isn't a basic problem, but if the other testaments on this thread are any indication my problem has a possibility of being something that is going to take even Level 2 customer support a while to Seek & Destroy.  Wish me luck (hey, maybe it's just a dilapidated modem and the checklist policy recommendation of a new one will in fact fix everything...here is to hoping).

[Penny_1]

Dear members,

Please accept my sincere apologies for any inconvenience that you are experiencing with intermittent connection issue.

If you have already tried all the troubleshooting steps to resolve intermittent connection issue and still experiencing the same problem, I would suggest you to contact AT&T Technical voice help desk at 1-877-722-3755 (open 24/7) and troubleshoot according to their recommendation, they will also run several tests on your AT&T DSL line and will help you accordingly, if require they will escalate this issue to Tier 2 support.